Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Alexandra Monroe

Spring,TX

Summary

Highly motivated Customer Service Representative with 5+ years of experience providing excellent customer service and support. Proven track record of resolving customer complaints and increasing customer satisfaction by 20%. Possess excellent communication, problem-solving, and organizational skills, as well as an aptitude for quickly learning new technologies.

Overview

7
7
years of professional experience

Work History

Healthcare Access Representative 111

Kelsey-Seybold Clinic
06.2018 - 12.2024
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
  • Educated clients and families about rights and responsibilities
  • Worked with vendors to schedule more than 2 daily pickups and 7 weekly deliveries
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department
  • Cross-trained and backed up other customer service managers
  • Recorded actions taken, issues resolved and information to effectively manage customer accounts
  • Met all customer call guidelines including service levels, handle time and productivity
  • Assessed caller accounts to determine benefits, identify service needs and resolve issues
  • Handled over 100 calls per shift assisting customers, retrieving customer data, presenting relevant health information and cancelling services
  • Assisted customers by listening closely, finding solutions and making recommendations based on extensive product knowledge
  • Entered customer interaction details in software to track requests, document and record solutions offered
  • Increased efficiency and team productivity by promoting operational best practices
  • Used company troubleshooting resolution tree to evaluate technical issues while leveraging personal expertise to find appropriate solutions
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving swiftly
  • Investigated and resolved customer inquiries and complaints quickly
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.

Patient Advocate Representative

HCA Healthcare
12.2017 - 06.2018
  • Coordinated with patients and healthcare professionals to meet patient needs
  • Scheduled patient appointments over phone and in person, maximizing productivity
  • Answered patient questions and fielded complaints to resolve issues
  • Obtained informed consent and payment documentation from patients and filed in system
  • Documented patient counters in hospital system and initiated follow-up actions
  • Counseled patients on potential financial liabilities and payment requirements
  • Utilized technology and specialized software to maximize productivity
  • Verified patients' insurance and payment methods during admissions or check-in processes
  • Referred patients to appropriate professionals and services
  • Scheduled patient appointments and procedures
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
  • Documented and managed patient information in computer system
  • Ran credit card batches and balanced deposits on daily basis
  • Collaborated with clinical and administrative staff to meet patient needs

Education

High school diploma -

James Madison High School
Houston, TX
05.2017

Skills

  • Medical Records
  • Schedule Appointments
  • Excel
  • Construction
  • Construction Management
  • Communication
  • Multitasking
  • Fast pace learning
  • Drywall
  • Medical Scheduling
  • EMR Systems
  • Insurance Verification
  • HIPAA
  • Active Directory
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Client relations
  • Payment processing

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Healthcare Access Representative 111

Kelsey-Seybold Clinic
06.2018 - 12.2024

Patient Advocate Representative

HCA Healthcare
12.2017 - 06.2018

High school diploma -

James Madison High School
Alexandra Monroe